at coast hotels, safety comes first
Our commitment to flexibility and safety
At Coast Hotels we’re well known for our friendly service. While a welcoming home-away-from-home stay is always our goal, currently we’re extremely mindful of the world-wide focus on the 2019 Novel Coronavirus – COVID-19. Coast Hotels takes our responsibility with COVID-19 very seriously. At this time travel safety and travel flexibility are our top priority.
Your Travel Safety
At Coast Hotels we have developed COVID-19 best practices and processes which are implemented at all of our properties.We ask all guests to respect physical distancing, exercise personal hygiene best practices, and in accordance with direction from the World Health Organization, encourage guests to wear face masks when in public areas.
Coast Hotels is committed to your safety, health and security during your stay with us. The procedures set within our Coast Clean program ensure that the safety of our guests, as well as our ambassadors, are top of mind, while maintaining high standard of customer service. Learn more about our Coast Clean program.
Coast Hotels has closed, paused or limited capacity for some hotel amenities including business centres; food & beverage operations; and recreational facilities including pools, fitness centres, hot tubs and saunas. These adjustments to available amenities will remain until new direction is received from local health authorities.
personal hygiene best practices
All ambassadors have been reminded of best practices associated with minimizing exposure and spread of germs and associated illnesses. Diligence in regular hand washing, the use of anti-bacterial formulas, coughing or sneezing into their sleeve (never hands) and minimizing face touching has been communicated to our ambassadors. We ask the same of our guests.
Effective immediately, all guests must provide a valid credit card with matching identification card upon check-in. Accepted cards include Mastercard, Visa, American Express, JCB and Discover Card. Cash and debit can be used as tender at time of check out.
Your Travel Flexibility
If you are looking to book accommodation with Coast Hotels, you can book with confidence knowing that our Coast Flex Rate is fully cancellable up to 24-hours in advance of your stay date. In this ever evolving COVID-19 situation, embracing the flexibility of our cancellable rate options is prudent.
Should you have an existing reservation (made before March 12, 2020) Coast Hotels will accept cancellation of individual bookings, for stays until September 30, 2020.
group & catering bookings
For group and catering bookings, Coast Hotels is committed to working with our clients. Please contact the property level sales associate, so conversations associated with re-booking, release dates, and resolution can be discussed.
pre-paid or deposit paid bookings
For both group and individual bookings, in cases where a booking has been prepaid, or a deposit has been accepted for a booking, the deposit will be held as a credit for one calendar year – to be applied to a future booking or function. The calendar year associated with credit will align with the cancellation date.
online travel agent (OTA) bookings
Should you have booked a Coast Hotels property through an online travel agent (OTA), such as Expedia or booking.com, please contact that company directly in order to complete a cancellation or change, according to the terms, conditions and policy of that organization.
Unwell Guests or Ambassadors
We have advised our Coast Hotels ambassadors to stay home if they are exhibiting symptoms that align with COVID-19. Should an ambassador start to show symptoms of COVID-19 while at work, the ambassador will be instructed to immediately don a mask and return home immediately, and promptly contact their doctor, local health authority or, in some geographic areas telehealth services are available; e.g. Healthlink service is available in BC, AB and SK by dialing 811. Any affected work areas and equipment will immediately be sanitized.
Should a guest at the hotel be identified as unwell, the General Manager or designate will contact the individual to determine if they are exhibiting symptoms of COVID-19 including:
- High fever
- Sore throat, cough, chest congestion, difficulty breathing
- Muscle aches and pain
- Whether they have been in contact with someone diagnosed with COVID-19
If two or more of the identified symptoms and/or situations are true for the individual, the individual will be asked to self-isolate, and a doctor will be contacted on their behalf so that the individual can be evaluated. Staff who have had contact will be asked to don masks, leave work, and affected areas will be sanitized.
Should a Coast Hotels guest or ambassador be identified as having a confirmed case of COVID-19, the local health authority will be immediately contacted, and the property will follow all associated direction from their local health authority.
The 2019 Novel Coronavirus presents a challenge for businesses such as Coast Hotels, where human interaction and connection is core to our ambassador’s and guest’s experience. We understand the necessity of prioritizing guest and ambassador safety at this time and our goal is to respect the processes and protocols while ensuring a warm and welcoming experience.